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Conducting Tour. Learning Objectives. To understand the role of a tour manager. To know the basic on-tour routines. To know how to handle some of the common problems. Preparing for the Hotel. Inform the hotel of the group’s arrival Brief introduction to the hotel
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Learning Objectives • To understand the role of a tour manager. • To know the basic on-tour routines. • To know how to handle some of the common problems.
Preparing for the Hotel • Inform the hotel of the group’s arrival • Brief introduction to the hotel • Pay agreement between hotel and the tour company
Hotel Check-in • Review the hotel copy of the rooming list and correct all oversights. • Complete check-in procedures • Gather groups, pass out envelops with keys in it and the hotel cards • Announce the tour manager’s room number • Give direction to rooms and point out the in-house facilities important to the guests. • Announce meeting point and time for the next event. • Make arrangement for wake-up calls, meals, etc. • Be in the lobby for half an hour to sort out problems.
Potential Arrival Problems • Arrive at lunch/dinner time. • Morning arrivals • Room is still occupied • Unsatisfactory room • Luggage not delivered
Hotel Checkout • Go over departure-morning procedures with tour members the day before check out. • Remind tour members to pay all incidentals the night before departure. • Reconfirm everything with hotel staff • Examine the group’s financial record and review all the charges carefully. • Luggage pickup • Take count luggage to be picked up by bellhops • Inform the bell captain of number of pieces
Group Dining • Remind the restaurant of the group’s arrival in advance. • Answer clients’ questions before dining • What kind of food can they expect? • Is the meal price incorporated in the tour package? • Is the tip included? • How should client dress? • Is liquor included in the price? • What is the scheduled time for leaving the restaurant? • Where are the restrooms? • Disembark passengers when tables are ready. • Arrange seats properly • Tip the waiter or waitress
Handling Problems during the Tour • Theft and losses • Cash and credit cards • Passport • Airline tickets • Transportation delays and cancellations • Illness and accidents • Death • Notify the local police • Advise a consular official, if appropriate • Remain with the deceased until police or consular reports have been completed • Inform the tour company • Comfort the rest of the group
At the End of the Tour • Initiate collection of tips for the guide and driver (give recommended amount) • Put tips in an envelop and hand over to guide and driver in front of group with a short thank-you speech. • Thank customers (give a short & inspiring speech) and ask for feedback. • Wait till the last member has picked up his bag and left the airport.
Summary • A tour manager must be clear about the routines at each stage of the tour and train himself to carry them out skilfully. • A tour manager should rely on calm common sense, company advice, careful documentation, good pre-planning, and confidence in other professionals. Reference Chap 11, Essentials of Tour Management, Fay, Betsy 1992, Prentice Hall, G154.7 Fay Chap 5,7,8, Conducting Tours, Mancini, Marc, 1996, 2nd ed. G154.7 Man